Customer Service Manager (Residential Construction)

Pacific Peninsula is a fully-integrated design-build firm, headquartered in Menlo Park with nearly 30 years' experience designing and building the Bay Area's finest homes and estates both on spec, and for our clients. The majority of our current projects are underway in Atherton, Menlo Park, Los Altos, and Los Altos Hills. Our clients and our entire team benefit from architecture, construction, and interior design capabilities being seamlessly integrated all under one roof.

We are seeking a seasoned Customer Service Manager to be an integral part of our customer service department, coordinating and managing internal crew and external subcontractors on both our existing completed homes as well as in our projects under construction as they near completion and client turnover. The Customer Service Manager will be based in our main office, but out on various project sites throughout the day.

· 5-10 years' general construction experience (e.g., as a custom residential project manager or independent general contractor), and have a thorough knowledge of high-end home construction and an eye for the finish details. While the majority of the focus is in single family residential construction, it would be preferred to also have a general sense of light commercial construction and systems as well.

· General understanding of mechanical, electrical, plumbing and fire sprinkler systems, and their main components.

· Able to read and understand plans, structural and other engineering details, specifications and subcontract agreements.

· Strong organizational skills as well as self-confident, verbal and written communication skills with the ability to interact with all levels of employees, vendors, contractors, consultants, inspectors and owners.

· Must have strong ability to plan and coordinate work, and be able to manage multiple tasks, with excellent follow-up skills both internally and externally.

· Strong sense of urgency and ability to prioritize often-competing requests and deadlines.

· Proficiency with MS Excel, Word, and Project.

· Proficiency with BuilderTrend a plus.

· Bachelor's degree in Architecture, Engineering or Construction Management is preferred, but not required.

· California Contractor's license preferred, but not required.

Essential Responsibilities:

· Manage the day-to-day coordination of customer service, including warranty follow-up as well as special projects for clients and company-owned properties, which include a mix of single family homes and estates, as well as company-owned smaller-scale multi-family, mixed-used, and light-commercial projects.

· Field calls and inquiries/requests from tenants and homeowners and ultimately determine course of action for addressing the issue(s), including visiting the site to assess what is needed, and leveraging background knowledge of the project from the project manager and subcontractors that originally built it.

· Prioritize customer service projects and clients based on seriousness and nature of the underlying issue(s).

· Schedule and organize repairs and service with internal customer service team and/or external subcontractors.

· Track costs, timesheets, and other financial details and descriptions of work completed using our tracking software, assist in the billings for non-warranty customer service work.

· Assist in the new projects' completions with closeout documentation, punch listing and pre-emptive testing of all systems with the appropriate internal and exterior resources to ensure trouble-free, zero-punch list client handoffs at completion.

· Assist in the annual staff reviews of customer service crew personnel.

· Keep Senior Management apprised of major issues as they arise and are addressed.

Other details:

· Job type: full-time

· Competitive salary, amount dependent on experience.

· Bonus based on factors including overall company success and customer service's response and proactiveness during year.

Company DescriptionPacific Peninsula is a fully-integrated design-build firm, headquartered in Menlo Park with nearly 30 years' experience designing and building the Bay Area's finest homes and estates both on spec, and for our clients. The majority of our current projects are underway in Atherton, Menlo Park, Los Altos, and Los Altos Hills. Our clients and our entire team benefit from architecture, construction, and interior design capabilities being seamlessly integrated all under one roof.Role: Customer Service Manager (Residential Construction) Job Type: Location: Menlo Park,